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It Relationship Manager Resume Profile

Washington, DC

Overview

High-energy Management Professional with a proven track record in resource management and on-time delivery of high visibility assignments. 13 years experience as a subject matter expert in mobility, executive leadership, operations management, program and project management, business process improvement/re-engineering, software and hardware implementations, technical and helpdesk support, user training, team building, and technological innovation. Absorbs and synthesizes highly technical information and is able to communicate technical concepts clearly to non-technical audiences and stakeholders. A pragmatic, focused, and highly effective team builder with strong analytical and interpersonal skills. Disciplined, self-motivated, independent thinker, capable of operating in the absence of supervision to perform a broad range of tasks. Complex planner with ability to operate as a member of a larger team and to focus on future concepts as well as day-to-day detailed operations. A proven and verifiable record for:

  • Producing higher performance standards during a time of increased operational tempo and diminishing resources.
  • Successfully managing, directing and supervising multiple cross-functional teams in high-speed, high-visibility environments.
  • Transforming marginally producing units to become the cornerstones of their organizations.
  • Leading as a trusted adviser to senior executives and providing technical innovation, modernization, and standardization at the enterprise level.

Key Skills

  • Relationship Management
  • Program Management
  • Public Speaking
  • Staff Development
  • Liaison Team Building
  • Strategic Planning
  • Public Safety
  • Operations Management
  • Policy Development
  • Process Improvement
  • Information Security
  • Technology Innovation

Professional Experience

Confidential

IT Relationship Manager

- Managed all aspects of the relationship between the Pima County Information Technology Department ITD and internal/external customer segments within Pima County Government and the public. Developed deep bonds with customers in order to foster collaboration and buy-in for both customer requested and ITD led initiatives. Coordinated the feasibility studies, business analysis, systems design, development, and implementation of complex information systems. Successfully built and led multiple lean cross-functional teams supporting operations across disparate segments of the County Government enterprise supporting 7,000 employees and approximately 2 million constituents. Assumed a team leadership role on enterprise projects. As an executive, provided oversight to multiple project team leads to ensure that project and business objectives were aligned with the collective mission of the organization. Assumed responsibilities of critical senior leadership vacancies and created improvements to previous customer service levels. Guided teams of internal resources and customer SMEs in the search, selection, procurement, and implementation of COTS applications. Advised project managers and provided oversight on departmental best practices and project management standards.

Initiatives Achievements

  • Operated as primary IT liaison to senior officials in multiple departments within Pima County.
  • Supported enterprise-wide hardware and software standardization projects to provide efficiencies in departmental support models.
  • Served in an advisory/consultative capacity on executive leadership teams to standardize: Training, Hardware Software, Deployment methodology, Security Mobility, Business Intelligence, and Data Warehousing across the County enterprise.
  • Provided oversight toward HIPAA compliance for all Medical Health department initiatives.
  • Created and executed strategy and policy for enterprise Mobile Device Management and security for cellular handsets and mobile computing hardware.
  • Facilitated proof of concept studies for network monitoring and enterprise security tool kits.
  • Negotiated with commercial carriers and MDM solution providers to provide implementation and training services for Client Services and System Administrators for enterprise MDM.
  • Liaised with AZ State Department of Administration officials on all matters pertaining to Information Security and compliance. Represented Pima County in statewide cyber security exercises.
  • Drafted cyber security policy and framework for County enterprise.
  • Created standards for mobile computing hardware to meet variable needs within the County's broad technology footprint.
  • Provided technical assessment, planning, and oversight to a complete office state-of-the-art technology renovation project, valued over 200,000.

Confidential

Director of PMO Project Management Office Director of Applications Development - Directed and provided oversight to the Program Management Office PMO to ensure IT programs and projects meet organization goals and requirements. Developed and implemented PMO processes and policies, directed project management staff, and liaised with other department leaders to define, prioritize, and develop projects and programs to meet the mission of Public Safety in the District of Columbia. Directed the work of multiple interdisciplinary teams through policy setting and direct daily operations. Provided project governance and issue/risk escalation to Command staff and Sr. Executive management. Responsible for consistency of project delivery practices resulting in a high level of customer satisfaction. Fostered a spirit of partnership between customers, PMO, Applications Development, Systems Engineering, and End User Support. Throughout the project lifecycle, monitored and measured project portfolio progress, conducted corrective actions where necessary.

Supervised the Application Development and Support teams in the development and use of new applications, systems software, and upgrades to existing applications agency-wide. Liaised with inter-departmental teams and Executive Staff in the development, installation and testing of new applications. As a trusted advisor, provided expert advice to senior officials on integrating IT programs with other programs of equivalent scope and complexity. Conducted extensive market research/feasibility studies and made recommendations for build/buy decisions when considering COTS commercial off the shelf software products and professional services. Managed daily operations for a team of developers and Quality Assurance staff with varying skill sets and levels of proficiency. Leveraged existing and emerging technologies to improve operational efficiencies. Standardized the Software Development Life Cycle SDLC methodology across the enterprise. Tracked financials to include: resource spending, equipment, development tools, and software capitalization. Scouted, evaluated, and recommended new technology and tools as opportunities for innovation and development excellence in the enterprise.

Initiatives Achievements

  • Directed daily operations for 29 direct reports across the PMO and AppsDev teams.
  • Provided input assistance for grant submissions and development of systems to meet compliance with SORNA Federal Sex Offender Registry Notification Act .
  • Managed staff with contract developers to develop online training and testing for DC Firearms Registry.
  • Provided 24/7 operational supports for the 2012 Presidential Inauguration.
  • Assisted with the development of the secure dissemination/deployment of the Presidential Inauguration emergency response plans for 4,000 users via mobile and wireless technologies.
  • Represented OCIO Office of the Chief Information Officer during weekly crime briefings with senior MPD Command officials and representatives local/Federal within DC Public Safety.
  • Provided oversight to internal and contract resources in the development of a mobile app which allowed for processing of multiple arrests in the field by a single arresting officer at one time mass arrest .
  • Coordinated internal staff resources and liaised with departmental leadership to complete the revamping of the agency's online application portal for new recruits.

Confidential

Project Manager and Sr. Technical Analyst - Leveraged extensive experience implementing and managing multiple technology integration projects under tight schedules and focused on details critical to organizational objectives. Facilitated and nurtured relationships within teams, with clients within and among organizations. Leveraged extensive operations, process/software/hardware implementation, distribution, and warehouse and logistics expertise to acutely managed multiple projects in a dynamic, high volume environment through detailed process analysis, resource management, implementation methodology, and strategic plan development.

Initiatives Achievements

Confidential

  • Managed full life cycle implementations of mobile data computing for multiple DC Government agencies through the DC Office of Unified Communications.
  • Oversaw the gathering of technical and business requirements for customer agencies in order to re-engineer the implementation process to each agency's needs within the OUC's framework.
  • Led negotiations with wireless data coverage providers Verizon, AT T, Sprint etc for service agreements, service priorities, outage management and service/support issues.
  • Created statements of work and technical justifications for the procurement of all new mobile data computing hardware in the DC Public Safety enterprise.
  • Managed technical and help desk support for all DC customer agencies implemented onto the Intergraph I/Mobile and MPS Mobile for Public Safety platforms, to include: All officers from the Metropolitan Police Department, all members of the DC Fire and Emergency Services, and DC Housing Authority Police Department. 6,000 users
  • Oversaw the installation and technical support of ruggedized mounting/electrical hardware into all DC agency vehicles running the Intergraph I/Mobile and MPS platforms 750 DC Government vehicles .
  • Directed creation and maintenance of client laptop images and new GUIs for each individual agency being supported.
  • Created and executed training plan for 6,000 users of the new mobile data computing hardware and applications.
  • Functioned as primary liaison and trusted advisor between DC Office of Unified Communications and all customer agencies in matters pertaining to Mobile Data Computing Hardware, Software, Professional Services .
  • Represented the technology interests of DC Public Safety as a member of the Panasonic President's Advisory Council on ruggedized hardware.

Confidential

Field Project Manager Lead Business Analyst - Managed 2 international Warehouse Management Systems WMS implementation teams 10 direct reports responsible for system data, system modeling to desired business processes, inventory integrity, implementation methodology, and interface setup, end to end testing and final conversion. Led implementations of WMS system into 10 warehouse sites, in 18 months. Managed extensive business process and productivity analysis initiatives, analyzing and improving upon best practices to gain efficiencies and productivity improvement. Provided post implementation system and operational support to senior operational management while serving as primary liaison between operations, union groups, consultants, and corporate IT, including overall management of the day to day distribution center operation.

Initiatives Achievements

  • Led innovative system modeling, business process re-engineering and quality training causing all implemented distribution centers to realize, on average, productivity gains of 20 within the first 2 weeks of conversion.
  • Managed and enhanced/refined where appropriate, a structured implementation process that resulted in a 100 installation success rate.
  • Delivered all projects led on-time and under budget 10 sites in 18 months.
  • Led inventory initiatives to ensure actual inventory was in sync with system of record prior to conversion, ultimately improving accuracy levels from 60 to 97 .
  • Facilitated system reviews and comparisons for competitors' products when original parent company was purchased led to adoption of our original system and implementation methodology into competitor's facilities.

Confidential

Branch Manager Directed daily operations for a high-volume, fast-rotating contractor hardware supply sales and warehouse operation covering everything from Inside and Outside sales to warehousing and route delivery drivers. Managed and procured physical assets to keep with company and industry standards for service.

Initiatives Achievements

  • Hired and developed a staff of 10 direct reports with diverse levels of experience to cover all areas of need within the facility.
  • Improved stock planning and sales efforts resulting in a daily average sales increase from 11k per day to over 16k.

Confidential

Operations Supervisor / Inventory Control - Supervised nightly warehouse logistics operations for two warehouses in a frozen and refrigerated environment. Analyzed and managed productivity utilizing an RF-based Warehouse Management System to improve delivery times on all inbound and outbound loads. Operated cross-functionally as 2nd shift Inventory Control Manager. Managed inventory control efforts to maintain high level of accuracy in a fast rotating frozen inventory and to reduce customer claims for loss and damage.

Initiatives Achievements

  • Managed daily operations for up to 32 direct reports.
  • Maintained 96 inventory accuracy through proactive issues management and issues research.
  • Instituted a cycle counting program to reduce loss of inventory, which was then adopted across multiple shifts as the operational standard as part of the overall loss prevention strategy.
  • Created forklift training program for new hires OSHA Certified train-the-trainer .
  • Maintained operational tempo and excellent morale even during periods of high volume, high stress business demands.
  • Regarded as an operational on internal systems and created training for new users on RF selection equipment as well as internal management/computing systems.

Technologies Used

Operating Systems

Microsoft Windows through v8.1 , UNIX, AS400, DOS, Mac, iOS, Android

Hardware

Google GLASS, Microsoft Surface Pro 2 3, Google Chromebooks, MiFi cellular hotspots, iPhone handsets, iPad tablets, Android tablets, Android handsets, Canon Digital SLR photography systems, Motorola/Symbol and Teklogix RF systems, Panasonic Toughbooks and ToughPads, Havis/Ledco ruggedized mounting systems, AVL/GPS tracking systems, Spotwave Cellular repeater systems, Motorola CPS and APX Radio system flashing and programming , RIM Blackberry mobile devices

Software

Microsoft Office Suite through 2013 , Microsoft Project, Microsoft SharePoint, Microsoft OneNote, AirWatch Mobile Device Manager, BMC Footprints Service Core and Asset Core , AMS Advantage Financials , BizTalk, CES Wireless GPSMobi, Intergraph CAD Computer Aided Dispatch systems CADDBM and ISM , Intergraph I/Mobile and Mobile for Public Safety with Integrated Field Reporting, PASS procurement , Absolute CompuTrace, BMC Remedy asset tracking and helpdesk ticketing, Symantec Ghost

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